Default Priority, Urgency, And Impact Values - Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual

132 Configuring the ServiceDesk application

Default priority, urgency, and impact values

Default priority, urgency, and impact values
Setting
Urgency
For more information about customizing forms and editing projects, see the
ServiceDesk Customization Guide and the Workflow Solution User Guide.
During incident entry, the submitter specifies the urgency and impact. When a
user submits an incident, the priority is assigned based on the urgency and the
impact that the user specified. The support technicians can change an assigned
priority. Support technicians who create new incidents can specify the priority.
ServiceDesk contains default values for the priority, urgency, and impact settings.
The values that are available differ between the standard incident form and the
advanced incident form. For the user s benefit, the values that appear on the
standard incident form are more descriptive.
Most ServiceDesk implementations either use the default values or make only
minor changes.
See "About the incident priority"
Default priority, urgency, and impact values
Table 9-3
Default values
Represents an assessment of how much the issue affects the submitter or the primary contact.
The users can select from the following values:
No Immediate Urgency
Preventing Some Non-Urgent Work
Blocking Critical Business
The support technicians can select from the following values:
Core Business Service
Support Service
Non-urgent Services
on page 131.